The Government of the Future – What good looks like


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It’s hard not to be impressed by the incredible development that has taken place in Dubai. Much of this is driven by a different way of thinking and acting.

I was particularly impressed by the definition of what the government of the future will look like in the book titled “Flashes of Thought” by Sheikh Mohammed bin Rashid Al Maktoum.

  • The government of the future is open for service 24/7, all year round. The private sector remains open for business so why not the public sector? We want our government to be just like an airline – available around the clock.
  • The government of the future competes with and surpasses the private sector in service quality. We want our government to welcome customers more professionally than hotels; we want our government to manage processes better than banks.
  • The government of the future is connected. Citizens should be able to complete any government transaction at any government service centre. Integrated service centres will spare citizens long trips from one entity to another.
  • The government of the future is available everywhere. We want to shift government services onto smartphones so that customers can file and follow up on transactions using mobile devices, at their convenience.
  • The government of the future is innovative and constantly able to generate ideas. In 2012 the UAE government was able to generate over 20000 fresh ideas to simplify and improve its services. Our goal is to create an environment that encourages people to generate innovative ideas, implement them and constantly measure their effectiveness. Innovation is the capital of the future.
  • The government of the future is a smart government with integrated and efficient technical systems. A smart government is so much faster in completing various kinds of transactions.

Imagine! A customer/citizen centric government to rival the best private sector enterprises. Now that’s talking.

Republished with author's permission from original post.

Doug Leather
Doug is a leading expert in Customer Management working globally with large blue-chip organisations. He is best described as a Customer Management Evangelist/Activist as a result of his broad multi-industry and multi-country insights into customer management capability understanding, best practice application, customer experience, business models and business performance improvement. He is a Wharton Business School Alumnus.


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